MAIN PURPOSE OF THE JOB
The Client Experience Transformation Manager is a senior member of the Client Experience (CX) department, responsible for implementing Mediclinic Middle East’s client experience strategy. This includes enhancing staff communication and interpersonal capabilities, aligning processes and services to improve the client journey, and empowering stakeholders to embed and sustain a culture of service excellence. The role bridges learning, operations, and data insights to create impactful behavioural change and measurable client satisfaction improvements. Owns the execution, coordination and sustainment of the approved Client Experience transformation roadmap, ensuring consistent rollout, adoption and reinforcement of service excellence behaviours across clusters.
KEY RESPONSIBILITIES
Development and Delivery of Client Experience Transformation Programmes
- Partner with the Director of Client Experience, Manager of Client Experience Transformation to design Client Experience transformation learning programmes aligned with brand strategy and business goals, covering client service, leadership, and coaching.
- Apply creativity and adaptability to training design and delivery to ensure a positive learning experience and impactful behavioral change.
- Deliver Client Experience transformation programmes for both clinical and non-clinical roles to elevate overall MCME client experiences.
- Oversee training materials, logistics, and post-training administration to ensure high-impact delivery.
- Utilize existing or new technologies to maintain accurate, up-to-date training records.
- Produce comprehensive monthly training reports as required by the department and the business.
- Facilitate workshops with department heads to identify specific service gaps and tailor Client Experience training content to local operational needs.
- Regularly audit and update training modules based on feedback and evolving industry best practices.
- Translate the Director Client Experience’s approved CX roadmap into quarterly execution plans, sequencing training waves, coaching interventions and reinforcement activities.
- Coordinate cross-cluster delivery to ensure consistent rollout and adherence to service excellence standards.
- Monitor execution progress and escalate risks or dependencies.
Client Journey Enhancement
- Work with Client Experience champions and Subject Matter Experts (SMEs) from various departments to develop and refine enhanced client journey experiences.
- Provide evidence-based recommendations for processes, services, and policies to improve the client experience in alignment with the Mediclinic Way.
- Use client feedback data to provide actionable insights and guidance to unit leaders for service enhancements.
- Identify and integrate industry-leading Client Experience trends and innovative service standards from the global healthcare sector.
- Facilitate cross-functional ownership of Client Experience improvements based on patient and staff feedback.
- Conduct detailed client journey mapping sessions to identify pain points and "moments of truth" across various touchpoints.
- Convert journey insights and VoC findings into prioritised, time-bound action plans with clear operational owners and follow-up.
Client Experience Performance Evaluation
- Implement and provide feedback on Client Experience performance management tools and approaches that support behavioural change following training.
- Coach line managers/ supervisors to deliver effective feedback and utilize Client Experience performance evaluation tools successfully.
- Train and empower staff to engage with and act on feedback in a meaningful way.
- Identify performance discrepancies between trained and untrained units to prioritize targeted coaching interventions or training adjustments.
- Recommend and co-create recognition initiatives to support positive behavioural changes.
- Develop regular performance summaries for senior leadership, highlighting the correlation between coaching, learning efforts and Client Experience score improvements.
- Design and execute reinforcement cycles (refresher sessions, micro-learning, coaching bursts) to sustain behavioural change post-training.
- To manage key account and stakeholder relations
EXPERIENCE
- A minimum of 5 years’ progressive experience in client experience and the design, coaching, and facilitation of soft skills and interpersonal skills programs within hospitality, aviation, retail, or healthcare environments, including at least 2 years in a supervisory / lead capacity.
- Preferable experience within the healthcare industry, in a hospital or multi-site healthcare setting, At least 1 year of experience leading or contributing to client experience transformation initiatives, including service redesign, culture change, or experience improvement programs
EDUCATION
- Bachelors’ qualification with demonstration of continuous learning
- Preferably certifications in train-the-trainer, coaching, facilitation Training in project management and data analysis
